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All Journal Journal of Development Economics and Digitalization, Tourism Economics (JDEDTE)
Dendy Tirtoadisuryo
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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THE UNEXPECTED NEGATIVE IMPACT OF SERVICE QUALITY ON RETAIL PERFORMANCE IN TRADITIONAL BUILDING STORES: EVIDENCE FROM ASBESTOS-CONTAINING PRODUCTS IN SURABAYA RAYA Dendy Tirtoadisuryo
Journal of Development Economics and Digitalization, Tourism Economics Vol. 2 No. 4 (2025): Oktober
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jdedte.v2i4.3216

Abstract

This study aims to analyze the unexpected negative impact of service quality on retail performance in the sale of asbestos-based products in traditional building stores in Greater Surabaya. The research method used was quantitative with a cross-sectional design and Partial Least Squares Structural Equation Modeling (PLS-SEM) analysis, involving 120 building stores that met purposive sampling criteria. The results showed that service quality had a significant negative effect on marketing performance (β = –0.259; p < 0.01) and indirectly reduced sales performance through the mediation of marketing performance (β = –0.087; p < 0.01). The findings also indicated that asbestos knowledge reinforced the negative effect of service quality on marketing performance (β = –0.214; p < 0.01), indicating that consultative services actually increase perceived health risks, decrease trust, and weaken purchase intentions. In conclusion, service quality in the context of high-risk products like asbestos can be a strategic liability, not an asset, and therefore, service strategies need to be directed at educating consumers about safer product alternatives.
GREEN MARKETING AS A DRIVER OF RETAIL PERFORMANCE IN TRADITIONAL BUILDING STORES: EVIDENCE FROM SURABAYA Dendy Tirtoadisuryo
Journal of Development Economics and Digitalization, Tourism Economics Vol. 2 No. 4 (2025): Oktober
Publisher : Yayasan Nuraini Ibrahim Mandiri

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70248/jdedte.v2i4.3217

Abstract

This study aims to analyze the influence of green marketing on marketing performance and its impact on sales performance at traditional building material stores in Greater Surabaya. The research method used was a quantitative approach with a cross-sectional design using Structural Equation Modeling–Partial Least Squares (SEM-PLS) technique on 120 building material stores selected through purposive sampling. The results showed that green marketing had a positive and significant effect on marketing performance (β = 0.280; p < 0.01), and marketing performance also significantly influenced sales performance (β = 0.337; p < 0.01). Furthermore, green marketing had an indirect effect on sales performance through the mediation of marketing performance (β = 0.094; p < 0.05). The conclusion of this study confirms that green marketing does not directly increase sales, but rather through improved marketing performance such as customer satisfaction, brand reputation, and trust, which ultimately drives sales performance.
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